Analyst - Service Desk

Who We Are

Sirion is the world’s leading AI-native CLM platform, pioneering the application of generative AI to help enterprises transform the way they store, create, and manage contracts. The platform’s extraction, conversational search, and AI-enhanced negotiation capabilities have revolutionized contracting across enterprise teams – from legal and procurement to sales and finance. The world’s most valuable brands trust Sirion to manage 7M+ contracts worth nearly $800B and relationships with 1M+ suppliers and customers in 100+ languages. Leading analysts such as Gartner, IDC, and Spend Matters have consistently recognized Sirion as a leader in CLM for its focus on category-leading innovation.

Role Title: Analyst

Location- Gurgaon

About The Role

The Service Desk candidate will serve as the first point of contact for Level 1 support, handling service requests and providing technical assistance. Operating in a 24x7x365 environment, the Service Desk team supports the Sirion product for customers across the globe, including the US, Europe, Australia, and the APAC region. The candidate will be responsible for executing ITSM processes, monitoring the ticketing system, supporting users via chat/online bot, and ensuring adherence to defined service level agreements (SLAs).

What You’ll Do

• Monitor ticket queue and support Sirion application queries
• Support L1 requests and timely closures
• Identify ticket categories and route to other department in timely manner
• Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized & resolved.
• Work in 24x7x365 environment (rotational basis)
• Assist representatives from counterparts of application and participate in issue closure
• Coordinate with different teams and provide support to all onshore and offshore sites.
• Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
• Build process documentation, SOPs & Knowledge articles.
• Ensure tickets have appropriate information, assigned to the right teams, and are classified with the appropriate impact & urgency.
  

What You’ll Need

• A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)
• 3-6 years of work experience with technical, Customer Support, SaaS product or application support background
• Proficient in handling global customers and preferably
• Well versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
• Excellent communication (written and verbal) & interpersonal skills
• Good time management and organizational skills
  

Commitment To Diversity And Inclusion

We are an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, gender, religion, national origin, ancestry, age, disability, medical condition, genetic information, military or veteran status, marital status, pregnancy, gender identity, sexual orientation, or any other protected characteristic. We provide reasonable accommodations for disabled employees and applicants as required by law. These principles apply to all aspects of employment, including recruitment, training, promotions, compensation, benefits, transfers, and social programs.

Excited about this opportunity?

We’d love to hear from you! To apply, simply visit our Careers Page Careers at Sirion page and follow the easy steps to submit your application.